Air India Disciplined by DGCA for Passenger Rule Violations

09 Nov 2023 CW Team

DGCA flagged violations ranging from inadequate information provision to passengers, including delayed notifications about flight cancellations or diversions, to substandard customer service levels. Additionally, Air India was found to have infringed on guidelines related to baggage handling and refund policies.

One of the major areas of concern highlighted by DGCA was the airline's failure to timely inform passengers about canceled or diverted flights. According to the regulations, passengers must be promptly updated about any changes in their travel plans, allowing them to make alternative arrangements if required. However, Air India neglected to adhere to this vital rule, resulting in inconvenience for the affected passengers.

Another significant violation noted by DGCA involved Air India's customer service performance. Passengers reported instances of rude or unresponsive behavior from airline staff, which is strictly prohibited. DGCA emphasized the importance of providing polite and helpful service to customers, emphasizing that all staff should be trained to handle passengers professionally and courteously.

Throughout its assessment, DGCA found instances where Air India failed to meet the required standards of baggage handling. Complaints from passengers ranged from damaged luggage to loss of personal belongings. The regulatory body has called for the airline to strengthen its baggage handling protocols to ensure passengers' belongings are handled with care and security.

Furthermore, DGCA discovered issues related to Air India's refund policy. Passengers who were entitled to a refund due to flight cancellations or delays faced numerous challenges in obtaining their compensation. The regulatory board stressed that airlines must streamline their refund processes and adequately inform passengers of their rights in such situations.

As a result of these repeated violations, DGCA has directed Air India to take corrective action promptly. The airline has been given a strict timeline to rectify the highlighted deficiencies and submit a detailed report of the steps taken to ensure compliance with passenger-centric rules.

This incident serves as a reminder to all airlines to prioritize passenger satisfaction and welfare. DGCA is determined to maintain a high standard of service in the aviation industry, and any non-compliance with passenger-centric rules will be dealt with strictly to protect the rights of travelers.

India's national carrier, Air India, has come under scrutiny from the Directorate General of Civil Aviation (DGCA) for repeatedly flouting passenger-centric rules. The regulatory body has identified several instances where the airline failed to comply with the established guidelines aimed at ensuring a seamless and comfortable experience for travelers. DGCA flagged violations ranging from inadequate information provision to passengers, including delayed notifications about flight cancellations or diversions, to substandard customer service levels. Additionally, Air India was found to have infringed on guidelines related to baggage handling and refund policies. One of the major areas of concern highlighted by DGCA was the airline's failure to timely inform passengers about canceled or diverted flights. According to the regulations, passengers must be promptly updated about any changes in their travel plans, allowing them to make alternative arrangements if required. However, Air India neglected to adhere to this vital rule, resulting in inconvenience for the affected passengers. Another significant violation noted by DGCA involved Air India's customer service performance. Passengers reported instances of rude or unresponsive behavior from airline staff, which is strictly prohibited. DGCA emphasized the importance of providing polite and helpful service to customers, emphasizing that all staff should be trained to handle passengers professionally and courteously. Throughout its assessment, DGCA found instances where Air India failed to meet the required standards of baggage handling. Complaints from passengers ranged from damaged luggage to loss of personal belongings. The regulatory body has called for the airline to strengthen its baggage handling protocols to ensure passengers' belongings are handled with care and security. Furthermore, DGCA discovered issues related to Air India's refund policy. Passengers who were entitled to a refund due to flight cancellations or delays faced numerous challenges in obtaining their compensation. The regulatory board stressed that airlines must streamline their refund processes and adequately inform passengers of their rights in such situations. As a result of these repeated violations, DGCA has directed Air India to take corrective action promptly. The airline has been given a strict timeline to rectify the highlighted deficiencies and submit a detailed report of the steps taken to ensure compliance with passenger-centric rules. This incident serves as a reminder to all airlines to prioritize passenger satisfaction and welfare. DGCA is determined to maintain a high standard of service in the aviation industry, and any non-compliance with passenger-centric rules will be dealt with strictly to protect the rights of travelers.